Paul4Travel

Why the hell do you think they take 2-5 days to reply! :P

fassy

So, got a decision "denied". But not since the rate expired and they didn't found it. No, since I did not book the cheapest rate on Club Carlson - which of course would have been non-refundable/non-changeable compared to the full flex rate?!

They even claimed that they offer the same rates as Expedia and when I checked Expedia was still cheaper... not that much but still cheaper.

Paul4Travel

Old story mate!

fassy

After complaining and sending in proof again the claim was accepted within minutes. New rate is Expedia - 25% (around 100€ now, rack rate was 200€) which is a quite nice rate for that hotel. Will save my 44k points/per night for another time.

shonamac

In your experience, how long does it typically take to get a response to a BPG claim?

If the price on the competing site changes in the mean time, does Club Carlson accept the screen shots as evidence of lower rates?

Also, is printing the blank claim form and then filling it by hand and then either faxing it or scanning + e-mail the only way to submit a claim?

Paul4Travel

Unfortunately, everything will result useless in my personal experience.

fassy

I was told by the EMEA Team to eMail the claim including screenshots for proof directly to them, so I assume if you're in the US you could do the same.

The problem with the online form is that it doesn't allow to attach screenshots.

Paul4Travel

By my direct experience some months ago (in the order):

- the fax # does not accept fax (mailbox full!)
- Even if you provide pictures, they require as per T&C that the rate must be bookable at the time of the verification
- they usually take 2-4 days to reply
- if the OTA is not originally pricing in the same currency of the hotel (e.g. hotel prices in CZK but expedia.com prices in USD), well they will refuse your claim, even if expedia and the CC sites offer a conversion tool.

Don't waste too much time.
So everything is "designed" to basically dump 90% claims.

fassy

Oh, there are actually still people around who use fax? I said email... not fax.

Not to my experience. The only challenge was to provide proof since the online form did not allow to attach pictures. After sending in the screenshot the BRG was approved minutes later.

True enough for the Online Claim Form. I was told this gets routed to the US, then back to Europe and due to the timezones etc it will cause a significant delay. Anyway after getting in touch with the EMEA team via mail every mail was answered withing a few hours.

That is just the basic rule, needs to be the local currency. Currency conversion doesn't work. Can live with that as I just look at the local Expedia site for the hotel or switch booking.com to show rates in the hotels currency. They will most certainly offer the same rate but just in the local currency. This is only an issue for some super cheap offers from some shady OTAs.

In all fairness, all of my claims (I do about one or two a year) where approved for properties in EMEA, also I had to mail two or three times to follow up. For my last claim even the cancellation policy differed by a couple of hours and they didn't fight that - which I expected they would.

Yes, sometimes the process is slow and painful but when you try to save a couple of hundred bucks... it is worth it.

schauschun

after 12h response from emeacustomercare:

Dear Mr. schauschun,

Thank you for your email regarding the best online rate (Park Inn By
Radisson Weimar). We would like to advise you that yours is a valid
claim.

We are glad to offer you a rate of:

1) Jul 15- 17 2015: EUR33.00-25%=EUR24.75 per room, per night (breakfast
excluded, VAT included, city tax excluded)
2) Aug 09-10 2015: EUR33.00-25%=EUR24.75 per room, per night (breakfast
excluded, VAT included, city tax excluded)

Confirmation numbers: Jxxxxxx and Jxxxxxx

Room type and occupancy: Standard Guest Room; 2 Adults

Cancellation policy:
Must cancel by 6:00 PM day of arrival.
Late cancels or no shows will be charged 1 night.

original rate on clubcarlson: 66,- €{night
found on www.hrs.de/deals: 33,- €/night

MD/DC Flyer

Boy what a process!

Managed to get my claim approved after several exchanges in which I had to educate the representative on the rules of their own program.

I just love it when they say - look this is what the rule says, and I ask please point it out in the rules, thereafter I have to explain that that is not what the rule actually say.

In the end, no apology, no you are correct - but the rate was adjusted (to my astonishment, I really was going on because it was amusing mostly).

ZBigFam

Can you provide the emea customer care email? Been waiting over 48 hours without a reply.

Delectatio

[email protected]

Paul4Travel

for your experience, does the BRG policy applies to 2 rooms booked under the same reservation name?
e.g. 04/02-07/02 1 Double room (2 ppl: John Reed) + 1 Double room (2ppl: John Reed)
at Radisson Blu Rome?
total price on CC: 196€
total price on booking 187€

Delectatio

I had a BRG for a 2-room booking (different names but same booking number) approved but why would you book 2 rooms under the same name for the same dates..??